By industry: Hospitality and travel
Operations automation for hospitality and travel.
Bookings from every channel in one view, guests who hear from you before they ask, group quotes out the same day, and suppliers confirmed without the follow-up calls.
- First workflow live
- Pre-arrival messaging, usually inside the first sprint
- Usually owned by
- Owners and general managers
- Built on
- Google Workspace, Microsoft 365, HubSpot
- Judged on
- Group quote turnaround and Guest questions by phone
In short
Hospitality automation means bookings from every channel in one view, guest messages sent before and after the stay, group and agency enquiries turned into quotes and itineraries quickly, supplier confirmations tracked, reviews answered, and revenue reported daily. SBD builds this around your booking engine or PMS for hotels, venues, tour operators and travel companies.
Who this is for
Who brings us in, in hospitality and travel.
- Owners and general managers
- Reservations and front office managers
- Sales, groups and events managers
- Operations and revenue leads
Is this you?
If three of these sound like your week, this page is about your business.
- Bookings are reconciled across channels by hand
- The desk answers the same guest questions every day
- Group quotes take more than a day
- Itineraries are rebuilt in documents after every change
- Revenue figures arrive a week late
What it costs today
Where hospitality and travel loses the hours.
Bookings arrive from everywhere
Direct, online travel agents, agencies, phone and email bookings each land in a different place, and the team reconciles them by hand.
Guests ask the same questions
Check-in times, directions, parking and dietary needs come in by phone, email and WhatsApp, and answers depend on who is on shift.
Group enquiries take days to quote
Weddings, corporate groups and agency requests need rates, availability and options pulled together, and slow quotes lose the booking.
Itineraries are built by hand
Multi-day trips and events are assembled in documents and spreadsheets, and every change means rebuilding them.
Supplier confirmations are chased
Transport, guides, venues and caterers confirm by email or phone, and nobody is sure what is still outstanding.
Revenue is known a week late
Occupancy, rates and channel costs are pulled from several systems, so pricing decisions are made on old numbers.
By company size
Hospitality and travel at 10 people, and at 1,000.
- 1 to 10
The owner answers bookings, messages and reviews from one phone, late into the evening.
- 11 to 50
A reservations desk, several channels, and group enquiries quoted when someone has time.
- 51 to 200
Several properties or products, a sales team, and supplier confirmations tracked in email.
- 201 to 1,000
A portfolio of sites or departures, central reservations, and revenue reports stitched together weekly.
What we build
What we build for hospitality and travel teams.
- 01
One view of every booking
Bookings from your booking engine, PMS, channels and agencies brought into one view, with duplicates and mismatches flagged.
- 02
Guest messaging on schedule
Confirmations, pre-arrival details, upsell offers and post-stay follow-ups by email, SMS or WhatsApp, with replies routed to the right person.
- 03
Group and agency quoting
Enquiries captured, availability and rates checked, and a quote drafted for review the same day, with follow-up until it is won or lost.
- 04
Itinerary builder
Itineraries assembled from your products and suppliers, kept in sync when something changes, and sent to the guest or agent as a clean document.
- 05
Supplier confirmation tracker
Requests sent to suppliers, confirmations recorded, and anything outstanding before the arrival date flagged to the team.
- 06
Reviews and revenue reporting
New reviews collected with draft replies for staff, and occupancy, rates and channel mix in a daily dashboard.
The workflows
The hospitality and travel workflows, and what sets each one off.
- 01 Pre-arrival messaging
When a booking is confirmed
ThenConfirmation sent, pre-arrival details and offers on schedule, replies routed
- 02 Group enquiry to quote
When a group or agency enquiry arrives
ThenAvailability and rates checked, quote drafted for review, follow-up scheduled
- 03 Itinerary update
When a booking or supplier changes
ThenItinerary rebuilt, guest or agent notified, suppliers updated
- 04 Supplier confirmation chase
When a supplier service is booked
ThenRequest sent, confirmation recorded, outstanding items flagged before arrival
- 05 Review response
When a new review is posted
ThenReview collected, reply drafted for staff, low scores escalated
The numbers we move
How a hospitality and travel build is judged.
Every build has a number written into the blueprint. These are the ones hospitality and travel builds are measured by, and how we measure them.
| Metric | Before | After | How it is measured |
|---|---|---|---|
| Group quote turnaround | Days | Same day | Time from enquiry received to quote sent |
| Guest questions by phone | Most of the desk's day | Down, answered in advance | Routine calls and messages per booking |
| Unconfirmed suppliers | Found on the day | Flagged in advance | Supplier bookings unconfirmed seven days before arrival |
| Revenue reporting lag | A week | Daily | Time from night or departure to figures in the report |
Documents and records
The paperwork that generates itself.
Names and tax rules differ by country. We build for the ones you file under, whether that is VAT, sales tax or GST.
Systems we connect in hospitality and travel
What is usually already there, and what we add.
Anything with an API or a database we can read works the same way. Each tool links to its page in the integrations directory.
- Your booking engine or PMS
- Your channel manager
-
Google Workspace -
Microsoft 365 -
HubSpot -
Twilio -
WhatsApp Business API -
Stripe -
Xero -
Supabase -
n8n
Proof
Proof from builds like this.
- Customer story
Enquiry and quotation platform on SAP
Enquiries turned into reviewed quotations from live pricing and availability. That build was for a distributor, not a hotel; the pattern is the same as group and agency quoting.
Read the story - Customer story
Sales channel inventory sync
Inventory kept in step across several sales channels, the same problem as rooms and places sold across direct and third-party channels.
Read the story
The offer
The guest operations starter
Thirty days to guest messaging that runs itself, group quotes out the same day, and suppliers confirmed ahead of arrival.
- Week 1 to 2audit of bookings, guest messages, group enquiries and suppliers with hours measured
- Week 3blueprint, first build chosen by payback, usually guest messaging or group quoting
- Week 4 onbooking view, guest messaging, quoting, supplier tracker, revenue dashboard
- Accounts in your name, training for the desk and sales team, sixty days of hypercare
What this does not do
So the scope is clear before the call.
- Dynamic pricing or revenue management algorithms. We report the numbers your revenue lead decides on.
- Replacing your PMS, booking engine or channel manager. We build around them.
Terms, defined
Hospitality and travel terms, in plain English.
- PMS
- Property management system: the record of rooms, bookings, guests and folios for a hotel or accommodation provider.
- Channel manager
- Software that keeps availability and rates in step across direct and third-party booking channels.
- Supplier confirmation
- Written acceptance from a transport, guide, venue or catering supplier that a booked service will be delivered.
Questions
What people ask about hospitality and travel automation.
Do you work with our booking engine or PMS?
We connect to systems with an API or a supported integration route, including channel managers, and build around them. Your PMS stays the record. Where a system has no API, we work from its exports and notifications.
Will guests be talking to a bot?
Only for routine questions you choose, answered from your own information. Anything about a specific booking problem, a complaint or a special request goes to a person.
Does this work for tour operators and travel agencies?
Yes. Itineraries, supplier confirmations and agency enquiries are the core of that work, and the same build pattern applies to hotels, venues and activity providers.
How do you handle guest and payment data?
Everything runs in accounts you own, with access by role. Card details stay with your payment provider or PMS; we never store them. We sign a data processing agreement with you.
How long until the first part is live?
Guest messaging and enquiry capture are usually live inside the first two-week sprint, because they sit beside your booking system rather than changing it.
Reading
- Strategy
Does an AI agent still need Zapier?
A widely shared post argues Zapier goes to zero because agents click buttons and call APIs themselves. We run both every day. Where the argument is right, where it is wrong, and what we use for each job.
- Systems
How much should an AI agent be allowed to do?
An agent with an unscoped token dropped a production database and its backups in nine seconds. The permission model we use for every agent: read widely, write narrowly, spend with a cap, and escalate when unsure.
Related
- Function
Sales and RevOps
Reply to every lead in minutes, keep the CRM right without typing, and hand won deals over with nothing missing.
- Function
Customer support
Answer the same question once, put the order on the ticket, and let people handle the conversations that need a person.
- Industry
Service and e-commerce
One product record on every channel, stock that cannot oversell, orders that reach fulfilment without re-typing, and customers who hear first.
By industry: Manufacturing, Distribution and logistics, Consulting and agencies, Service and e-commerce, Healthcare, Real estate, SaaS, Professional services, Retail and wholesale, Construction and trades, Lending, insurance and financial services, Nonprofits and charities, Education and training
Hospitality and travel
Talk to us about the guest operations starter.
Bring the one hospitality and travel workflow your team still runs by hand. You leave the call with a yes or no on fit and the first thing we would build.
Book the call